Complaints

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a wheelchair from Maximum Healthcare and Mobility. When the chair arrived in ******* Salesman **** S ************************************ came to my home to deliver and set up the wheelchair. While he was setting it up he broke the lever on the back of the chair that makes the chair fold. I know he broke it because screws and springs flew off the chair while he was holding the lever. **** agreed that he broke it and that he would get back to me about getting the chair repaired. 1+ month passed I did not hear from ****, when I called he told me that we would go through warranty. 3 + months passed and today my wife contacted **** because I was leaving messages for him but he was not returning my calls. My wife spoke to **** today Dec 5th at 10:18AM he reported no knowledge of the messages and said the parts were ordered and he would get back to me when they arrived. My wife requested he call me because I am having other issues with the chair and I have only had it for 6 months, he told my wife he would call me. **** did not call me he had the receptionist call me, she contacted me asking about repairs I needed. I informed her **** broke my chair when he came to set it up at my home and he hasn't gotten back to me regarding the parts. The receptionist informed me she had nothing on my file to indicate that and she would transfer me to the owner. I spoke to the owner, he said he would look into and call me back. He called me back and said yes, **** broke the chair and they would fix it. He would order the parts and they will arrive in 2 weeks. He proceeded to say he doesn't like that I yelled at 4 of his staff and I replied that is a lie, I spoke to you and the receptionist and I did not yell. He went on to say when **** was at my home I was yelling and punching things, I again said that was a lie and he said you are violent and my staff doesn't want to be around you. I began to record the conversation. He said he was cancelling the parts and they are not fixing the chair.

  Business response

  18/12/2024

  
  At the fitting appointment, a tiny roll pin that is part of the folding back release assembly fell out, likely due to a manufacturing defect; it was not "broken" or accidently damaged by my company. The chair can still be safely used with this issue.
  I completely agree that this is not acceptable on a brand new wheelchair that ****** paid $2190 dollars out of pocket for (his insurance company paid the balance of $5760).
  The defect was not discovered at the fitting appointment but rather the very next day by ******. ****** contacted **** to advise of the defect and **** was able to see ****** again within 24 hours to try and resolve the issue.
  The roll pin was replaced but unfortunately failed again a short time later.
  Although we dont log phone calls, it appears as though ****** contacted our office again a few weeks ago complaining that the part had failed (or was failing) again. At that time, a complete assembly was ordered from ****** in the *** and we are still waiting for those parts to arrive. We have been told to expect arrival around December 17th.
  We will deliver the replacement parts to Dwights home at no charge when they arrive and he can arrange to have them installed.
  In this case I believe that we did everything correctly except we could have ordered a complete new assembly shortly after the initial complaint. We do not stock those parts (they do not normally fail or wear out frequently) and we were trying to help ****** the best we could in a timely fashion with the parts that we had on hand in order to get him back into his chair as quickly as possible instead of holding the chair for weeks while we waited for parts to arrive.
  Maximum wont be working with ****** any longer due to the way he has treated/spoken to some of our staff; we have zero tolerance for verbal abuse.

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